Globe Telecom Customer Service Issues

I had a disappointing experience at Globe @ Cyberzone SM Mall of Asia last week. When I approached the store to purchase a Globe simcard, the staff member engaged me at the door unprofessionally, asking to see my credit card without providing any paperwork to fill out. Feeling uncomfortable, I handed over a different card. To my surprise, he then directed me to Smart Telecom across the way. This abrupt dismissal left me taken aback. As a customer, I expect better treatment. I recommend providing training to staff on professional customer service skills. Thank you.

Subject: Globe Telecom Disconnection Request - Account Number [redacted] To Globe Telecom, I, Sarah May Albarracin N. would like to request the permanent disconnection of my Globe fiber plan, with account number [redacted]03. Our residence at B4/L20 Phase1 Haniyyah Homes, Babag1 Lapu-Lapu City, has been struggling with internet service ever since Typhoon Odette hit our area three months ago. Despite eight failed attempts by your technicians to reach us, the issue remains unresolved. My nephew, Mervin Ayl Garcia, has been diligently following up at the Globe branch in Island Central Mall, Lapu-Lapu City, and contacting the IVR regularly, but we have yet to see any progress. Our account balance has been settled, with the last payment made on February 3, [redacted], amounting to PHP 1,[redacted]. I can provide receipts for verification if necessary. Thank you for your attention to this matter.

I attempted to verify my GCash account by providing my ID and photo, but encountered an issue when accepting the terms and conditions. A message prompts me to submit a ticket in the Help Center. However, when trying to select "Account Verification" as the concern, it states the dropdown selection is not working. I can submit a request under different concerns ("How do I get verified"), but the specific category for my issue is not accessible. I am unsure how to proceed.

We experienced an internet outage from January 28 to February 12, reflecting on our recent bill of [redacted].53. The previous bill was [redacted].98, and the current bill is [redacted].35 with an adjustment of [redacted].11. We should not be charged for the 16 days without service. The deduction should be reflected in the previous bill as well. How can we reconnect if the adjustment is not sorted out? Our due date is supposed to be March 26, but it was not available since March 21. We might end up paying for the period from March 21 without internet on the next bill. Please address our concerns and issues promptly. It is stressful to visit your store just to be directed to an unhelpful messenger service, with the request to call instead.

I reported my concern with the bill adjustment on the last day. I already paid the overdue amount to reconnect our account, but I haven't sent the letter to authorize me yet. When I got home last night, there was a new Globe box and telephone installed, but with a different account number. The owner's name is the same, and the amount to pay is still [redacted]. I'm worried if Globe knows they changed our box. Will we have to pay for two accounts now? Globe didn't inform us about this change. Please explain clearly about the box and telephone change. I need answers quickly.

Hello, I am a representative from Hap Chan Drive&Dine. On March 6, [redacted], we encountered an issue when a customer made a payment of 2,[redacted].00 through Gcash/Gcredit. Although the customer saw the deduction on their Gcredit, we did not receive any confirmation of payment. Despite providing the transaction details and reference number, the payment has not reflected in our company's bank account. We kindly request assistance in resolving this matter. We are willing to provide the necessary documentation for investigation purposes. Your prompt attention to this concern would be greatly appreciated. Thank you, Best regards, Jessica M. Shift Supervisor Hap Chan Drive&Dine

Hello, I would like to send an email to the Globe main office regarding the situation at Globe SM Consolacion Cebu and the actions of your technicians. As an internet user, our connection is being affected because they are overloading our connection box with new installations. This has been an ongoing issue for three weeks, causing disruptions in our service. I have asked the technician, and they mentioned that there are only 9 slots in the box, yet they continue to add more connections, leading to frequent disconnections. This unfair service despite paying our dues is causing distress. I hope this matter can be addressed promptly to avoid further conflicts or escalations. Thank you for your attention to this concern. Vincent

Hello Sir/Ma'am, I am writing to request your assistance in addressing the issue of weak or no Globe signal in Brgy. Malubibit Norte, Apayao. I visited there in August [redacted] and faced the same problem, and upon returning in April [redacted], I observed that the signal remained poor. The community has informed me that before Typhoon Ompong, the Globe signal was reliable, but since the typhoon, the signal has been consistently weak or absent. I am concerned about the residents, including my relatives, who struggle to communicate during emergencies and often have to go to the elementary school to find a signal. I urge your office to visit the area and assess the situation to improve the signal strength. Thank you for considering my request. Best Regards, 𝓛𝓮𝓽𝓱

I am writing to express my disappointment with my current Internet situation. Following the devastating Typhoon Odette on December 16, [redacted], my connection has been down due to the storm damage. Despite reporting the issue to Globe in January and visiting their office multiple times, my line remains unfixed, and I am still being billed for the service. Even though they acknowledge the problem and assure me that the line won't be restored without payment, the service has not been repaired, and my bills keep increasing. I paid my bills from December to January under the promise of billing adjustments, yet the problem persists, and I am charged for a service I cannot use. It has been four months, and there has been no resolution to the issue, with monthly bills still being sent to me.

Every morning, our internet is incredibly slow, making even uploading images a tedious task, although only two devices are connected. This is hindering our online transactions and communication with customers. We kindly request immediate assistance at our store to address this pressing issue. Account Number: [redacted] Name: KKul and Honey Minimart

Hello, I have attached my raffle entry for the June 6, [redacted] Lucky Load Promo and the winning ticket color icons. I have highlighted three different color icons on my raffle ticket with a black dot. However, I only won 0.31 centavos. I am disappointed that the winners are not published, and I am unsure of what I can purchase with this amount. As a loyal subscriber of GLOBE/GCASH, I was hoping for a bigger prize. Despite this, I'm still excited to participate in your promotions. I believe GLOBE/GCASH is a leading company in telecommunications, fiber DSL internet, and more. I trust that as a loyal customer, you can assist me financially. Thank you for your consideration.

I am frustrated with the lack of service provided in Tagum City. Payments were made for services that have not been rendered, which feels like theft. Refunds have not been issued for the unfulfilled services. The WiFi number is [redacted]6. A refund or credit to my account is in order, along with the owed service from Globe.

Good afternoon, I have been receiving text messages from UnionBank since last year despite not being a depositor or having inquired about their services. I previously contacted UnionBank to address the issue, which led to a promise of no more messages, but they have continued. It is bothering me, and I am not interested in their offerings. I am seeking a total ban on UnionBank's text messages to me or permanent blocking. Continued messages may result in reporting them to the authorities. If UnionBank wishes to get my attention, compensation should be offered without expectations in return. I suggest that UnionBank incorporate opening and closing prayers along with eating bananas for success and enlightenment. Thank you.

I have been using Globe Telecom billing to pay for in-app purchases on Roblox. Yesterday, I tried to make a purchase, but my payment was declined due to insufficient credit even though I had just reloaded my SIM card with [redacted] pesos. The purchase I was attempting was for [redacted] Robux on Roblox, costing around [redacted] pesos. I reached out to Google Play and Roblox for assistance, and they advised me to contact my service provider. I hope you can help me resolve this issue. Thank you.

Hello, I am writing to express my dissatisfaction with Globe Telecom regarding my Internet plan service. In January [redacted], I subscribed to their service to support my work-from-home setup, which was working well until my company required me to return to the office in March-April [redacted]. When I contacted their Customer Service to terminate my plan due to no longer needing it, the representative informed me of a termination fee as I was under contract. I was taken aback as I had not knowingly entered into a contract and was never informed of its details during the service signup. Despite not wanting to incur charges for a service I wouldn't use and feeling compelled to cancel, I was later billed approximately Php 6,[redacted].00 for equipment and termination fees, causing further frustration. I have attempted to resolve this with their chat agents to no avail. I am adamant that I should not be charged a termination fee as I did not sign or receive proper explanation of any contract terms. Account number: [redacted]50 Thank you.

Good morning, I recently received a confirmation from Gcash stating that I made a payment through my gcash to Lazada Philippines for an amount of 2,[redacted].09, which I did not authorize. This money was meant for my husband's medication. I did not place any order with Lazada today. I have already reported this issue to Lazada and have also submitted a ticket to the Gcash support team. However, I have not received any feedback yet. I am very distressed and feeling helpless as this money is significant to me. I am hoping for an immediate resolution to this matter. I have attached screenshots of my conversation with the Lazada team, the payment confirmation that I did not make, and the ticket I submitted to Gcash support.

To the concerned party, I have been seeking a location change since December 23, but unfortunately, no actions have been taken so far. Despite contacting numerous Globe agents on Messenger, we seem to be stuck in a cycle where tickets are closed without action and claims of attempted calls were made, although I did not receive any calls or messages. I have provided two contact numbers for assistance, but as of now, no one has reached out to us. I kindly ask for your assistance in addressing this matter promptly, as if not resolved, we may consider switching our internet service provider. Thank you. Best regards, Fathia Maica Enriquez

I have a bank account in the US, and I usually receive a passcode via text to access it. However, recently I have not been receiving these codes. I need to check my account for any suspicious activity. I am retired in the Philippines now. The bank has confirmed that my contact information is correct, but they are unsure why I am not receiving the messages.

I signed up for a postpaid plan that included two mobile phones, which I received on November 11, [redacted]. However, after two weeks, my postpaid plan lost signal. I tried troubleshooting by using the sim card in another device and realized the issue was with the sim card's signal. Despite my attempts to contact them through the globe one app and visiting a globe shop, my complaint was closed without a solution. I was promised a callback but never received one. Now, I have received a bill which includes charges for the service from November onwards, as well as for the device. I find this charge unfair as they did not assist me when I reached out for help. I am willing to pay for what I used but not for a service that I could not utilize.

I've been trying to reach out to customer service for days and weeks about our transferred Wi-Fi, which is not working since we moved. The router is installed but there's still no connection. We keep getting texts that a technician is coming, but no one shows up. I need the internet urgently for work from home. The lack of response from customer service is frustrating. We are considering canceling our service.